Kemin Industries Customer Service & Planning Manager in Herentals, Belgium


The Customer Service & Planning Manager her/his main objective is to improve the customer experience by handling the entire customer service & planning process. This person is responsible for coordinating the customer service & supply chain planning within the EMENA region and will be based in the headquarters in Herentals, Belgium. The principal purpose of this position is to align all external customer needs with sales, marketing, finance, R&D, QA/QC, purchasing, manufacturing and logistics. The Customer Service & Planning Manager should optimize the customer service experience by coordinating the requirements of all these functions. He/she shall be a key contact point between Kemin and external customers and will manage a team of Customer Service and Inventory Specialists (based in the EMENA HQ or locally).


Develop and responsible for alignment of the process

  • Manage the entire order process

  • Implement service guidelines

  • Analyze different product groups and region specifics to adjust flexibility

  • Develop systems and procedures to consolidate relevant up-to-date information, making this available where needed (CRM, Inventory, historical data, forecasts, …)

Supply chain planning

  • Lead consensus meetings with sales/marketing to align inventory with forecasts and production capacity.

  • Steer the planning team to secure a smooth day-to-day supply in short connection with logistics and production.

  • Align the external customer needs with the internal customers. Coordinate the communication between all functions.

Handle customer questions and complaints

  • Register customer complaints correctly as a first customer point of contact, direct this complaint internally and follow up until the complaint is resolved

  • Analyze complaints and take proactive actions to prevent these

  • Manage all customer service questions related to products, services, etc. correctly and within 24 hours.

Increase customer satisfaction

  • Conduct customer satisfaction surveys when needed and suggest improvements when needed

  • Collect and analyze customer related information and recommending potential products or services

  • Visit customers or sales offices in the EMENA region when required to improve the relationship.


  • Bachelor’s degree with more than 5 years of relevant experience, preferably in a customer service or supply chain position

  • Change management experience is an asset

  • Experience in an international environment

  • Strong management profile (3 direct and 11 indirect reports)

  • Excellent customer service, interpersonal and communication skills

  • Fluency in English is required, knowledge of any other languages is considered a plus

Job ID 2017-4810

Positions 1

Location BE-Herentals

Posted Date 6/30/2017

Category Operations

Position Type Regular Full-Time